Marvene Gale Reyes

Accomplished Team Manager with over 15 years of experience driving excellence in operations management, client relations, and team leadership across the customer service and BPO industries. Proven ability to oversee large-scale teams, optimize performance metrics through effective coaching and strategic workflows, while fostering high engagement and resolving complex challenges. Leverages deep operational expertise to enhance service delivery, meet strict SLAs, and build strong client partnerships.

Team Leader – Greenhouse at TaskUs (2026-07 – 2026-09) • Manage the day-to-day planning, resource allocation, and floor operations of the team.

• Ensure all teammates consistently deliver on Service Level Agreements (SLAs) and achieve Key Performance Indicators (KPIs).
• Organize, handle, and monitor scheduling compliance to maintain optimal service coverage.
• Drive team development and training by conducting regular team huddles and structured coaching sessions.
• Systematically evaluate the strengths and weaknesses of teammates to offer creative solutions for growth.
• Generate performance reports and accurately document strategic feedback directly from the client.
• Act as the core liaison between executive management and the operational team.
• Manage operational issues proactively, including employee relations and HR-related escalations. Team Manager at Quality Management Solutions (QMS) (2023-07 – 2024-08) • Managed a portfolio of 12 healthcare clients, ensuring seamless service and relationship management.
• Oversaw daily operations of a 70-member team composed of Team Leaders, Assistant Team Leaders, CSRs, Prior Authorization specialists, Quality Measures teams, and Medical Scribers.
• Coordinated closely with clients to understand localized needs and provide targeted supervision.
• Monitored direct reports to guarantee absolute compliance with strict data and industry regulations, managing attendance, and evaluating operational risk.
• Executed quality assurance audits on team outputs to verify alignment with customized client requirements.
• Provided targeted coaching, mentorship, and professional growth opportunities to drive operational support and process improvements.

Operations

Supervisor at Stealth Monitoring, Inc. (2022-04 – 2023-07) • Supervised floor operations, reviewed Daily Time Records (DTR), and managed team performance metrics during entire tenure.

• Conducted thorough investigations to validate system-triggered events, security threats, or operational risks, reporting occurrences with high precision.
• Coached operators and team leads to enhance capabilities, address performance gaps, and mitigate missed metrics.
• Developed a centralized and digital daily briefing protocol to streamline team communications and shift handovers.
• Managed attendance tracking, scheduling compliance, and live tracking protocols for camera, pole, site, and geofence reporting.
• Enforced strict compliance with evolving company policies, procedures, and security regulations.

Business

Owner at Self-employed (2018-01 – 2023-02) • Managed end-to-end small business daily operations, finances, customer relationships, and service management.

Account

Manager at Acquire BPO (2016-10 – 2017-12) • Acted as the primary strategic liaison between corporate clients and cross-functional teams to ensure on-time delivery of requirements.

• Maintained meticulous documentation of communications with prospective and existing clients.
• Managed end-to-end collection cycles and implemented necessary database updates to ensure perfect information accuracy.

Customer Service Team

Lead at AIG (2015-04 – 2016-05) • Administered team operations efficiently while managing workforce assessments to optimize headcount and scheduling.

• Facilitated performance coaching, quality score reviews, and refresher training documentation for team members.
• Developed daily management reports tracking production, quality metrics, and attendance.

Collections Team

Lead at Afni, Inc. (2014-11 – 2015-03) • Employed the Afni Coaching Model (ACM) to systematically elevate individual and team recovery performance.

• Implemented daily workflows and tactical recovery strategies to achieve financial targets and goal attainment.
• Managed foundational supervisory roles, including attendance tracking, schedule adherence, and formal/informal coaching.

Associate Client

Manager at RR Donnelley (2013-03 – 2014-06) • Served as a crucial link between corporate clients and the operational floor to optimize communication and partnership collaboration.

• Participated in routine client calls, gathered performance feedback, and supported leadership in personnel and asset management.
• Ensured consistent achievement of strict Service Level Agreements (SLAs) and operational metrics.

Operations

Supervisor at STARTEK (2008-11 – 2012-10) • Coached, developed, and evaluated team members across critical production indicators: quality, productivity, and attendance.

• Handled escalated customer service issues to ensure swift, compliant resolutions and improve client satisfaction.
• Conducted monthly performance reviews, calibrated target settings, and managed employee relation issues alongside HR policies.

Customer Service Team

Lead at Sutherland (2006-03 – 2007-12) • Drove results aligned with key performance metrics, focusing on call quality, productivity, queue administration, and attrition reduction.

• Designed promotional motivational programs and operational strategies to enhance service delivery. Team Lead at Admerex Solutions Inc. (2004-01 – 2005-08) • Supervised daily operational flows, conducted side-by-side agent mentoring, and handled escalated calls for quality assurance.

Bachelor of Science in Computer Management – Colegio de San Juan de Letran (1994-06 – 1998-03)